Front Desk Supervisor

Our team members are our most valued resource. Their expertise is what drives our future success. If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you'd expect from an industry leader.

Responsibilities

The Front Office Supervisor is responsible for fostering a warm work environment, inspiring empowerment, and driving guest service. Responsibilities include, but are not limited to:

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.

Greets guests immediately with a friendly and sincere welcome.

Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.

Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.

Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.

Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.

Be familiar and able to perform duties on all shifts, including Night Audit and PBX.

Adheres to all company policies and procedures.

Provides for a safe work environment by following all safety and security procedures and rules.

All team members must maintain a neat, clean and well groomed appearance.

Assists as MOD.

Perform any related duties as requested by management.

Requirements

Availability: Must be able to work a flexible schedule including weekdays, evenings, weekends, and holidays.

KNOWLEDGE, SKILLS & ABILITIES

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

Two years combined prior front desk and supervisor experience.

Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

Ability to read, listens, and communicates effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

Westmont Hospitality Group was founded in 1975. What started with a single hotel in North America, has grown to become one of the largest privately-held hospitality organizations in the world.

Throughout the years, Westmont has had an ownership interest in and operated over 1,100 hotels. Currently this stands at over 400 hotels across three continents. Westmont has formed strategic alliances with many of the world's largest hotel brands. These include Marriott, Hilton, Fairmont, InterContinental Hotels Group, Accor, Starwood, Wyndham, Choice Hotels, Radisson and Best Western. Westmont has a very diversified portfolio ranging from budget and aparthotels to mid-market business and large conference hotels to boutique hotels and luxury resorts.

Our team members are our most valued resource. Their expertise is what drives our future success.

If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you would expect from an industry leader.

Our team members are our most valued resource. Their expertise is what drives our future success. If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you'd expect from an industry leader.

Responsibilities

The Front Office Supervisor is responsible for fostering a warm work environment, inspiring empowerment, and driving guest service. Responsibilities include, but are not limited to:

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.

Greets guests immediately with a friendly and sincere welcome.

Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.

Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.

Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.

Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.

Be familiar and able to perform duties on all shifts, including Night Audit and PBX.

Adheres to all company policies and procedures.

Provides for a safe work environment by following all safety and security procedures and rules.

All team members must maintain a neat, clean and well groomed appearance.

Assists as MOD.

Perform any related duties as requested by management.

Requirements

Availability: Must be able to work a flexible schedule including weekdays, evenings, weekends, and holidays.

KNOWLEDGE, SKILLS & ABILITIES

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

Two years combined prior front desk and supervisor experience.

Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

Ability to read, listens, and communicates effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

Westmont Hospitality Group was founded in 1975. What started with a single hotel in North America, has grown to become one of the largest privately-held hospitality organizations in the world.

Throughout the years, Westmont has had an ownership interest in and operated over 1,100 hotels. Currently this stands at over 400 hotels across three continents. Westmont has formed strategic alliances with many of the world's largest hotel brands. These include Marriott, Hilton, Fairmont, InterContinental Hotels Group, Accor, Starwood, Wyndham, Choice Hotels, Radisson and Best Western. Westmont has a very diversified portfolio ranging from budget and aparthotels to mid-market business and large conference hotels to boutique hotels and luxury resorts.

Our team members are our most valued resource. Their expertise is what drives our future success.

If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you would expect from an industry leader.